AccountId: 011433970860
ContactId: be6ac4c4-9fb3-464a-8f6c-0535f433a1c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110769 ms
Total Talk Time (AGENT): 27128 ms
Total Talk Time (CUSTOMER): 32589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/be6ac4c4-9fb3-464a-8f6c-0535f433a1c0_20241230T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office, US anesthesia Partners of taxes.
[CUSTOMER][NEUTRAL] I'm looking for the claim status today.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, patient policy number is, one moment, 01887526.
[AGENT][NEUTRAL] All right, thank you for that. One moment please while I pull this up and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] So that's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then if I could get, my name is [PII], that's spelled [PII]
[CUSTOMER][NEUTRAL] Uh, can I have your name, please?
[AGENT][NEUTRAL] Can I have the patient name and date of birth?
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?